Business: Aaron Services
Services: Compliance > Gas
Markets: Social housing
Date: 11/06/2016

City of Lincoln Council

Aaron Services provides gas servicing to over 7,500 properties for City of Lincoln Council. The contract is for the provision of heating servicing, maintenance and installation of domestic and commercial gas, oil, solid fuel, electric and renewables, plus electrical condition reporting and remedial works. Our collaborative partnership is enhanced as we share premises with the client, which has contributed to the development of a strong team spirit and shared values.

We have been working together since 2006, and an extension and subsequent successful retender demonstrates the strength of our relationship and the client’s satisfaction with our delivery. This is demonstrated by current KPI standards:

  • Servicing compliance: 100.0%
  • Appointments made: 100.0%
  • Appointments kept: 99.8%
  • Customer satisfaction: 99.7%

Our robust methodology for resident engagement saw the first appointment of a Resident Liaison Officer ('RLO') on the first contract, a role which has been introduced on all contracts taken on since that date.

We introduce them to residents at initial open days and their contact details are in the contract information issued by us. The RLO attends resident forums and appointments with residents to ensure we provide the most customer-focused service possible. On all contracts we deliver, the RLO has become the main point of contact to manage service delivery, KPI performance, servicing compliance and any issues or complaints, and our aim is always for them to become a recognised, trusted and valued member of the local community.

We have developed a secure interface with the client’s Housing Management System to provide full reporting and transparency.

Back to all case studies